Troubleshooting EFM faults

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If you are having problems with your EFM connection there are a few steps you can take to try and resolve it.

1. Check Gradwell Status

We post information and updates on any outages, network problems or planned maintenance on our Gradwell Status website. Therefore this is a good place to initially check if you believe you have an issue. You can also subscribe to SMS alerts if you wish, so you can be informed of connectivity problems even if your connection is down.

2. What do the lights on the EtherAccess LA-210 show?

As part of the EFM installation process we install and setup an EtherAccess LA-210 on your premises. The light on the front of this can provide an indication of the current state of your line. Please see this knowledge base article for more information.

3. Has anything been changed?

Have you, or anyone else, made any changes to the setup (either physically or in the network) recently? if so, try reverting the changes and see if this rectifies the problem.

4. All all cables firmly seated?

Ensure that all cables are firmly seated, both between the EtherAccess LA-210 that we install on site and your router, and also between the LA-210 and the telephone sockets on the wall.

5. Reboot your router and computer

Asking you to turn your computer off and on again is a running joke in the IT world, but it is proven to solve many real world issues. Turn off both your router and computer and wait a few minutes. Turn your router back on and wait for it to fully connect (this may take a minute or two).

Ideally turn on one computer and connect to the Internet. Retest your connection and see if the problem is resolved.

6. Check TCP/IP settings

Ensure that your router is configured with the correct details, which we would have sent to you by email when you ordered your service.